Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
General Manager
Front Office
Supervisor (Manager)
Front Desk
Agents
FIGURE 4
Organization chart for front office department in small hotel (75 rooms).
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Large Hotel (350 Rooms)
Figure 5 shows a possible organization chart for a front office department in a hotel
with 350 rooms. Note that the general manager supervises the work of an FOM who,
in turn, directs the work activities of the front office supervisors and night auditors.
The front office supervisor is responsible for several types of entry-level employees:
front desk agents, bell services attendants, and van drivers.
In a large hotel, activities involving reservations, registration, service to guests
during their stay, and guest accounting are likely assumed by the FOM and front
desk agents. End-of-day accounting tasks are performed by night auditors, and
selected aspects of guest service are shared between bell services attendants and van
drivers.